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Business Services Lead Documentation and Servicing Specialist

2 months ago

WinstonSalem, United States Truliant Federal Credit Union Full time

Truliant’s mission is to improve lives by putting our members first, providing great service and straightforward financial solutions. Our core values of Member Focus, Service, Guidance, Relationships, and Community define how we interact with members to fulfill our mission of improving lives and providing a foundation on which we conduct ourselves.

Our Promise to Our Teammates: Truliant strives to provide all teammates with an enjoyable place to work where they feel valued, empowered and rewarded for all that they do.

Purpose of the Job

The Business Services Lead Documentation and Servicing Specialist provides direct support to the Operations Manager and is responsible for overseeing the day-to-day operations workflow to assure consistency and service standards are in line with Credit Union objectives. This support consists of the timely and accurate delivery of services in accordance with Federal regulation throughout the full life of the business loan relationship. The Business Services Lead Documentation requires a highly organized, detail-oriented individual with excellent leadership skills to ensure that all documentation is accurate, compliant, and timely, while providing top-tier customer service to our clients.

Essential Functions and Responsibilities

  • Interacts regularly with Operations Manager and Operations Team to provide the day-to-day guidance and direction to resolve issues and achieve objectives.
  • Conducts weekly Team Meeting in the absences of the Operations Manager.
  • Reviews and manages various departmental weekly/monthly reports for accuracy and completeness, makes necessary updates and distributes reports as directed (Doc Specialist Pipeline, Maturing Loans; Rate Reset; and Business Services Master Portfolio).
  • Recognizes the need to escalate non-routine issues and concerns to a higher level.
  • Assists and supports various projects related to the operations team, which may include analysis of services and products from creation, design, testing and implementation within LaserPro, Commercial Originating System, and Core (DNA).
  • Assists with establishing processes related to department work flow, creation of internal training material, job instructions, and training new and existing employees.
  • Provides subject matter expert with regards to commercial loan booking which includes participation loan booking and system maintenance.
  • Leads contact and administrator for LaserPro and Business Services BCP Site.
  • Prepares legal loan documentation for commercial loans in accordance with approval terms and conditions, Federal Regulations, policy and procedures.
  • Reviews all attorney prepared documentation for accuracy and provide comments and feedback when needed to ensure documents are in accordance with approval terms and conditions, Federal Regulations, policy and procedures.
  • Understands complex commercial loan requests and seeks additional guidance when necessary to ensure the all loan documentation is accurate.
  • Facilitates loan closings both inside and outside the organization by coordinating with members, branch personnel, title insurance companies and attorney firms and proactively communicate loan status throughout the loan relationship and respond to questions in a timely manner.
  • Reviews all commercial loan documentation for execution accuracy prior to funding a loan at closing.
  • Oversees the onboarding of all commercial loans into the Core system.
  • Funds and completes required maintenance and report tracking on commercial loans that include USDA and Participation loans.
  • Documents and/or provides backup for all required servicing data, set-up, loan servicing, maintenance, and monitoring of sold and purchased participation loans within the loan portfolio; ensuring trial balances and payment remittances are delivered to the appropriate lead participants in a timely manner.
  • Monitors and maintains the Exception Report for commercial loans (post-closing items, property insurance renewals, loan documentation, UCC expirations, etc.).  This may include contact with members, insurance firms, title and attorney firms and provides the necessary reporting to Business Services Operations Manager and Business Services Officers/Business Lending Assistants for active follow up on necessary outstanding items.
  • Maintains credit files for all commercial loans that include validating all member financial and loan documentation are complete and standard naming and saving formats is being followed.
  • Assists with servicing inquires sent into the business services shared mailbox from both Members and branch inquiries which includes payoff requests, potential loan issues, and participation loan documentation.
  • Reviews flood certificates and monitors the monthly flood insurance reports for the Business Services commercial portfolio.
  • Provides backup and support to the TFCU Insurance Coordinator; gathering and providing weekly insurance reports to the Business Lending Assistants and assist to obtain the required data for insurance 3rd party tracking.
  • Supports Accounting monthly by validating Business Services Department GL payables.
  • Performs credit file reviews in preparation of both internal and external audits.
  • Acts as a backup to the Business Lending Assistant for the submission of 4506C’s to request tax transcript to Equifax.
  • Supports and provides back up to the Loan Operations Servicing Specialist and Loan Documentation Specialists.
  • Participates in individual one on one meetings, team meeting and group events.  Meetings may be virtual through WebEx or may be required in person at the office.
  • Develops and maintains a positive effective working relationship with co-workers and business partners to promote teamwork, communications, trust and respect.

Other Duties and Responsibilities

  • Assists with training, special projects and/or tasks assigned by department leadership.

Knowledge, Skills, and Abilities

  • Must have the ability to work in a fast-paced environment while successfully prioritizing multiple requests and maintain a superior level of customer service.
  • Must be detail-oriented with excellent time management and organizational skills.
  • Excellent critical thinking and problem-solving skills as well as the ability to embrace and adapt to change.
  • Excellent communication skills in English, both verbal and written.
  • Must have the ability to work independently and in team settings with people from different job levels ranging from Senior Management to entry level employees.
  • Must have strong computer skills to navigate multiple computer systems including intermediate knowledge of Microsoft Office.
  • Must be flexible and able to shift resources and priorities as required.
  • Must be able to complete all assignments and deadlines with minimal supervision.
  • Must be able to maintain confidentiality and understand all business loan processes within the Credit Union.
  • Must be able to performs work accurately and within assigned deadlines and adhere to written procedures and maintain a minimal error rate.
  • Should possess a strong commitment to providing excellent service to Credit Union members.

Physical Requirements

  • Occasional standing, walking, bending, and stooping required.
  • Must be able to sit at a desk for long periods of time and use a computer.
  • Must be able to moderately lift or move up to 5 pounds and occasionally lift or move up to 10 pounds.

Education and Background

  • Bachelor’s or Associate’s degree or equivalent work experience required
  • Minimum of 5 years’ experience in a financial institution and advanced experience with business lending and business loan documentation required
  • Previous experience in financial services/business development and leadership related field preferred

If you have a passion for member service and would like to invest in a meaningful career with opportunity for growth, we encourage you to apply to Truliant 

As a member of the Truliant family, you will enjoy the following full time benefits:

  • No-cost employee Medical, dental, vision coverage
  • Prescription benefits (including mail order)
  • Paid holidays and Paid Time Off (PTO)
  • 401(k) plan with contribution matching  
  • Paid community involvement volunteers hours
  • Paid group life Insurance
  • Teammate loan discounts
  • Tuition reimbursement
  • Short and long-term disability
  • Health & Wellness program
  • Teledoc (physician video conferencing)
  • Onsite fitness facilities or health club reimbursement
  • Employee Assistance Program (EAP)
  • Medical flexible spending account
  • Dependent care flexible spending account